Guild Wars 2

Two times ive been a victim of being suspended due to an unauthorized access form and individual. I sent a ticket and got a mail later that night saying my account was resolved and i could log in again using a new password. Next day when i came home from work i did just that. I logged in on the site and changed my password. When i logged into the game the SAME thing happend again. My account was suspended AGAIN!!! Same night i got another mail saying, this time my account would be fixed and that they have fixed an update. I logged on and it worked great. Wanna thank for fast support though. I sended mails in game to people that i got angry mail from. My account was hacked by an goldspammer and i had to apologise cause of that idiot who hacked me. No biggie though. Today when i logged in a small window came up saying my account was Terminated due to modyfying and tempering with the game, wich i have no clue what that means. First of im married and have a 2 year old at home. I dont have the TIME to take kitten from this game anymore. I want a REFUND now cause i bekittento be treated like this. If you cant keep hackers out of a game after millions of year developing it then its just sad. Im tired of this kitten tbh. Gimme my money back or fix this now!!!!!

Have you tried google authentication program on your phone+ changing the email to a gmail account set up just for this?
I can call google, right now and they will give me a list of recent log ins for me.

Hi Kenral, i dont really know what u mean?…I havent an authentication program to this game, cause i didnt know there was any. I have a gmail account allready.

Hi and thanks for the respond. I really want to keep playing this game but not if my account is banned every now and then. If the support can help me with this problem then i would really much have that help. I dont really know where i should get this trojan from. I never open mail that i dont know who its from. Sure i go to sites but never click any links etc. I have a fully paid Trend micro antivirus program and i hoped that would keep viruses off my computer, but guess not.

It is YOUR problem if youraccount is getting accessed. You have a keylogger on your computer, and every time you enter your details, guess what, the gold seller is getting them and logging into your account.

You are also using a terrible anti virus software, plus keyloggers are not virii anyway. They are malware .

You DONT know that i have a keylogger on my computer so YOU can stop blaming me. If i did know i had one i wouldnt type my info now would i???? Nicekittensupport feelin g you have. I hop you dont work with costumers!!!

I agree with Gaile..sometimes the best thing to do is have a fresh start. Yes it can be a pain, but this way you know exactly what is going on your computer and know what sites you have been to in the process of getting it re-setup. Helps limit the possability of getting re-infected.

I am a professional IT, and I will let you know right now – everything is pointing to you having a key logger on your system.

1. You were hacked in the first place
2. You were hacked almost immediately after your account was unlocked

Unless you did not change any of your important information (like email and account passwords) after getting your account unlocked, which is what SHOULD be done, the only way the hacker could have accessed your account is if they found out your new password again. The only realistic way this could have happened is with a keylogger.

Further more, it doesn’t matter if Ken or Ren work in customer support, the way you are talking, the way you are replying, is inflammatory, self-entitled, childish, and completely inappropriate. Your account is locked again because your account got hacked again – which isn’t ANet’s fault. They just protected your account from further fraudulent use, you should be thankful or at least patient and understanding. If you called me up for support and acted like you have here, you can bet your little kittykitten that I would tell you to go kittens yourself. You aren’t the special little snowflake in the chaos of hacked accounts. There aren’t frequent-hackered miles that put you at a higher priority than anyone else. More importantly, ANet isn’t going to sit here and go “well this guy JUST got his account back, so even though he’s locked out again due to gold spam… we’ll let him play with his favorite CGF partner for a while longer!” – because that’s a bullkitten way to run support. GET OVER YOURSELF.

Signed,
-A support professional

An additional reason why malware/keylogger can be shown to be the cause of your issue Zpiven, is the speed in which you lose access to your account. Hacking can take multiple forms, but usually the information needs to be gotten somehow.

If you used a new email address and a complicated password, and just after finishing this change you were hacked again, it means that the information was intercepted via a few possible means.

One is man-in-the-middle, which they intercept the communication on the way, but with a decent encryption, this takes time to decipher unless certain key parts are in plain text. I do not believe ANet has this information in plain text when it is sent from your machine to their account servers.

The other possibility is you or ANet is compromised and they are receiving this information. Since it seems to show that ANet are effective on their end as well as trained professionals that know how to keep things up-to-date and prevent this information from being leaked, it falls to your system most likely being the cause of the issue. Key-logger is the best tool for them to use to get this information.

Given that you have listed an AV I haven’t heard of, you may be compromised. Try going with industry standard AVs like Kasperky, get the one industry experts (PC World, etc) say are good AVs at this time. A full format though may be your best choice to start, because it helps clean things off that may linger.

Like Gaile said, talk to their support for suggestions on how to do this.

Zpiven, you should probably calm down cause everything happened to you so far is only because of your lack of vigilance about how you use/how is used your computer.
You obviously got a trojan or a keylogger, which could happen to any of us ( it happened to me ). It means when you type your password/login somewhere, it’s sent to a bunch of hackers. Usually they don’t give akittenabout your informations ( hackers arent interested about the mails your sending to your wife, or your fb photos ) but when they have your gw ID, they can hack it and use it.

What you have to do ( and what i have done ) is :
To protect yourself with an antivirus ( or a better one obviously )
Using Spybot search&destroy to clean your computer
Running your anti virus program to clean your computer
Create an unique mailbox for gw2, with a unique PW and strong password (choose your password so you can remember it, like the maiden name of your mother+&the 2nd name of your children%+a random suite of number like 9779 )
Change your guildwars 2 mail to this new mailbox
Create an unique and strong pw for gw2

If you’re being hacked again, it means that the anti-vir and spybot can’t erase your keylogger, the best would be to format ( which i did ). I recommend to create a partition on your drive and drag&drop every important files in this partition, to download the iso of your windows ( it’s 100% legal ) and to format your drive.

Another problem is that your email used could have the hackers access to it. So when you change your password, they will see it.
my advise is change your email password. Also get a new email just for GW2 and not use a easy password on either game and email account.

First of Lore. I dont give a ratskitten about how many people this has happend to. That dont make it any less annoying for me. To bad you dont work with support cause i would gladly call you. The AV i have was the best according to several papers and sites when i bought it. I know the support have been great here and that i said in the first post aswell. I have played all kind of mmoprg games and i play Diablo and have never encounted this before and thats why i didnt even think of this when i first got suspended. I will reformat my computer and reinstall everything. Though not sure if i get back to the game. To much stuff and what i have read to much hacking for so many people out there and i guess this is not the only way for them to hack. I want to thank for all post even the Lore dude and i hope he finds his inner peace.

You have heard rumour and conjecture. None of which is true. You fail to keep your computer or email secure, you lose your account due to gold sellers.

it’s not rocket science.

Guys, this is ridiculous. You are talking with people who have played MMO for years without issue and play a raft of other games even now. This issue does not arise with any other game. It is now happening to me. I believe that GW2 needs to examine why this is now becoming epidemic and look to their security rather than blaming its community – once again. I too work in IT for a global multi-national corporation.
I too am within a hairs breadth of asking for a refund. Its not just the issues that are frustrating in this game, it is the deplorable way in which they are handled.

I have done a sweep on my system with the highest end software available. This PC has no issues. GW2 security does. This may be the last straw.

Simon

By the way, I was in-game playing when kicked. I am a very pilote and professional adult running a guild of 80+members, most of whom we brought over from WOW. The initial error message said I was banned for inappropriate naming in the middle of a very cordial and polite guild recruitment conversation. The error report has since changed to “unauthorised individual” acessing account. This is not consistent system behaviour and we should be careful before pointing the finger at people who already have suffered a good deal of frustration.

Simon

Those who forget the past are doomed to repeat it Scunge.

I’ve also played MMO’s for years – but it doesn’t really mean anything. It doesn’t matter how many MMO’s you’ve played, a veteran can be hacked the same way a noob can be hacked. I was hacked in WoW, and after they restored my account, I was hacked again. It was a key-logger, there’s no two ways around it. I found it with Spybot S&D, removed it, and had no further problems after the fact.

What you’re both failing to realize is that there are people out there WITH YOUR INFO OR WAYS TO GET IT. They aren’t doing it through the game, they are doing it through your computer. You are infected, you need to get that fixed. It’s not ANet’s fault you’re infected, you’re the ones who picked up the trojan/malware from elsewhere – THAT IS ALL THERE IS TO IT.

ANet HAS examined why this is becoming an epidemic – gold farmers have your info, they got it from other games, they got it from your computer, they may have had it for a while now without using it. They are using it now, and you have failed to keep your account secure. YOU HAVE FAILED TO KEEP YOUR ACCOUNT SECURE.

Re-install your operating systems.
Change all your passwords.
Verify your bank account isn’t also being hacked.
Be smart about what websites you visit in the future/kittens you download.

Stop trying to make it into something it’s not.

LoreCheif, I have run Spybot and Malware sweeps on this PC as a matter of due diligence. It is clean. I suspect the reason i was kicked and cant re-enter is because of an accidental account ban. I am not being asked to authenticate my account but being told I have a 72 hour ban. This should confirm to you tha you should not attempt prognosis before you can diagnose and clearly you do not have the tools or the access to do so. Go steady on your overwhelming belief in your own divinity and avoid giving advice you do not and can not verify as being either valid or helpful.

You have however swung my decision resolutely and irrevocably towards insisting on a refund, which I will do now. You are not helping Arenanet I assure you.

However, you have all my very best wishes for good gaming and a wonderful life. I remain positively in your favour and hope you have a great future. From me (and from past track record, the 80 members in our crossover MMO Guild) it is adieu.

Simon

As I understand it, most key loggers work by intercepting the keystrokes from your keyboard as you type them. So whether you think you have a key logger or not, I highly recommend never typing your password on your keyboard. Use copy and paste (from an ascii chart or whatever) with your mouse to change your password, then do the same when entering the characters into the password box. If that’s too much trouble, make a file with random characters in it and paste (don’t type) your password in the middle somewhere, so someone looking at the file can’t tell your password from the randomness. Then just open the file and copy and paste your password from it into the password box. That won’t fool all key logger techniques, but it will probably fool the most common ones.

One thing to note to everyone coming down on Zpiven. Being from an IT support background, I always keep in mind that not everyone thinks on my level. What may seem common sense to us may be foreign to someone else. The one thing I always keep in mind when supporting customers is they probably don’t know what I know. That said, the more productive route would have been to offer this person up viable support options instead of criticizing him/her for the lack of knowledge that we have.

His\her frustration is understandable, your lack of understanding is not.

Zpiven, if you know someone who is knowledgeable in computers, I would recommend contacting them to help secure your system. Or in the least, As Gaile stated, contact ArenaNet support and they should be able to help you.

GW2 hasn’t been worked on for millions of years, more like 5.

I checked my computer and found nothing. Last time my account was restored o never used any keys to type my pw at all. I maled my pw from another comp and copy/pased it every single time i logged in and stil it ws hacked again yesterday and now suspended again. Im logging off permanent from this game now and i hope the admin spoke the truth about the refund. Awesome game and really good job on it except for the hacking.

bye bye all cya in another game

I mean if we can say from our keyboards the OP has flaws in his system. I mean really how do we know there isn’t one in GW’s? Because they are a corp, they must know better? Like how many times do we fall for that one? I can link 25 articles of major corps being hacked and mined. So it’s not anywhere near a certainty where these problems exist.

Before formatting this is what I would recommend:
“Verify your process threads”

Verify all processes running on your system.
Goto Task Manager Processes
List Alphabetically
If you know most of them and they are ok, skip those.
But simply grab each name, google it, learn about it.
Also you can run “msconfig”, go into StartUp and Services-Hide MS Services.
Verify each one is needed.
You may also simply clean up your system some doing this.

All the above, any computer user should become aware of. It’s really not that hard at all.

I have had the exactly the same issue. My account has been suspended 3 times now. Before you start talking about account security I would like someone to explain how anyone can have access to my account but me. If someone would know my password and username, they clearly need to authenticate themselves from my email. If that same person knew my email password aswell he needs to have my mobilephone before he can login to my email. Gmail has mobilephone authentication which sends message to my phone everytime someone logs to my email from somewhere else. I would like to have explain how someone possible could have access to my account without me knowing.